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Client Service: 10 areas where rhw make the difference!

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I was talking to the CEO of our Website and SEO support provider a couple of days ago. We were having a chat about the core ideals that both of us have in terms of how we conduct business and how we look to project that through the businesses we represent. It was interesting how much the words “quality” and “service” came into nearly every point we discussed.

The reason for the conversation was that I had just experienced two terrible pieces of customer service from two well-known high-street names. This got me pondering how some businesses just don’t ‘get’ the significance of every single customer/staff interaction.

From this conversation and experience, I then thought about what we do at rhw to address client service and what our core ideals are that underpin our client service delivery. At rhw we constantly stress ‘quality of service’. Yes, other legal providers often say they also deliver ‘quality services’ but we really do focus heavily on this area.

We know what it costs in terms of hiring experienced, thoughtful and effective team members and we avoid, like the plague, the ‘sausage machine’ mentality, where clients are all treated as though they have identical matters and all that matters is getting them through the process as swiftly as possible. So, what do we actually do to ensure we deliver what we promise?

We use the services of Insight Six to anonymously test how we handle new enquiries and the follow up to those enquiries. The feedback is given to the staff who took the calls (sometimes ‘in person’ visits) and we discuss the changes that will be made to address any issues that get mentioned in the feedback report.

Staff are taught from the initial induction session at rhw, to treat client service as paramount to everything we do.

We stress that when the scope of an instruction has changed, the estimated fees are likely to change or if there are any other factors that will impact the work we are doing for a client, then we must tell them about it. Transparency is vital.

We tell the client the bad as well as the good news. If they are buying a house or going through a divorce they need to know about all aspects of the information and outcomes that occur as we go through the process. They can then make enlightened decisions.

Online training is an essential part of staff development for EVERY member of staff. This covers all aspects of client service including money laundering, quality & diversity, cyber-crime and data handling under GDPR rules.

We ask for feedback from the moment potential clients come into our offices. Were they welcomed properly? Were they offered a drink? Did the initial meeting meet their expectations and provide them with the information they were looking for?

We ask all clients to provide us with feedback at the end of each matter we have undertaken for them. If we receive feedback where we believe we can make improvements moving forward, we contact the client to request further details.

From experience we understand what it takes to deliver the best possible service for our clients. We do not get involved with trying to match the ‘lowest quote’ out there because we know what often gets delivered by those who are willing to ‘race to the bottom’ to secure work even though it makes no economic sense.

Like any service provider we very occasionally receive complaints. These are always treated as a serious matter and we have clear and rigorous procedures in place for dealing with them.

We are regarded as a ‘centre of excellence’ under the Law Society’s LEXCEL scheme (excellence in legal practice and client care) and we also have Legal 500 accreditation as well as quality awards for our conveyancing and private client services.

These are just some of the examples of why we think the rhw ‘experience’ is different to that offered by many other legal providers. We are always happy to receive details of client’s experiences with rhw and we always look to learn from what other businesses are doing and what innovations (where we think they will improve the client experience) are occurring in the legal sector.

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What our clients say

‘ I have been using rhw for my dental business over the last 15 years and been very happy with the advice given. They are supportive and helpful and even helped me get in touch with a Barrister when expert advice was needed.’ – M.B.

Daniel Crate

I appreciated the wisdom and experience I encountered.

Mr MacMillan

We were able to get legal advice quickly and at a very reasonable cost…

Mr Joshi

We are so grateful for all you did for us over the past 14 months. You obviously fought our corner very heartily and did not suffer fools gladly

Arjun was very helpful, responded to queries very promptly and made the whole process seem so much more manageable in what was a stressful time. Arjun’s commitment and professionalism is an asset to RHW and I would have no hesitation in recommending him as a solicitor.

We have been so happy with Arjun’s help and support, going into a hard situation and having someone make it easier was a weight off our shoulders so thank you, we couldn’t have done it without you!

You have shown that passion drives you, and not your hourly rate. You have related to the real world. I wish you all the best and I know you will go far, if you carry on in the manner you have shown me.

Thanks for all your help, patience, perseverance and advice over the past year and for the very professional way you dealt with the other solicitors and the constant obstacles you faced.

Mr Pennington was very understanding and helpful with my Will.

Mrs I. Wheler

I have been using rhw for many years…and have always been satisfied.

A perfect service. No complaints.

Thank you for your thorough and patient consideration whilst dealing with my matter. I will definitely refer to you and your firm for any future business or personal matters that may arise in the future.

I have dealt with Brian Shacklady in your organisation. He has provided us with excellent service throughout and continues to do so.

Given the unusual circumstances I’m certain that I could not have found a more helpful and efficient solicitor.

With our grateful thanks for your help and very professional approach!

Thank you for your thorough and patient consideration whilst dealing with my matter. I will definitely refer to you and your firm for any future business or personal matters that may arise in the future.

Elizabeth shall come with my highest recommendation, should I have any contacts in need of similar services in the future.

Thank you so much for all your help during the past year, through your professionalism, I got a very good final figure.

I can’t express how grateful I am for your steady persistence and professionalism in this whole matter.

You have been an absolute delight to work with and your calmness sometimes under extreme provocation undoubtedly assisted us getting it over the line.

Just thought you might be interested to know that your advice last autumn helped to conclude a franchise agreement in December and I am now up and running. If I need any further help of a legal nature I will certainly be in touch.

I have used the services of Nicholas Richardson for 29 years , he has always made a decision at the time and not as almost every other lawyer just gives options, leaving the client to choose.

As an entrepreneur, speed and practicality are extremely important. rhw’s pragmatic and commercial approach have made them a valuable partner.

I will certainly miss you and have a high regard for you.

I am in a good situation now because of what you have been able to achieve for me. I know you will be going on to help others go through difficult times and I wish you every success.

Thank you so very much for all your brilliant help with my situation. I am extremely grateful to you for all your work carried out on my behalf.

Many thanks for your help, I would have no hesitation recommending you

I would also like to thank you for all your hard work, advice & kindness over the last 10 months It has been much appreciated.

Thank you for all your years of help, I am a stronger person for it.

You helped me more than you know – a few years back – in my cohabitation/co-ownership dispute. I remain very grateful and you may be assured I will certainly recommend you to anyone who asks me for a referral.

Alice provided excellent support and reassurance through a difficult period. She was very quick to respond and was always available when needed.

I would like to add that Jess was absolutely amazing. She was very prepared for the day and made a stressful situation calm, she was clear in helping me manage my expectations and was supportive throughout.

Samantha was approachable and clearly knowledgeable. She was able to quickly appraise matters. Her service was excellent.